Growing with Customers: Access by KAI Delivers Streamlined Booking Experience
Ticket transactions via Access by KAI reached 7.24 million in Q1 2026, a 20.74% increase compared to the same period last year.
Jakarta – When planning a train journey, customer comfort begins long before the train departs. The experience of searching schedules, selecting trips, and booking tickets is a crucial part of ensuring ease of use for rail transport.
Drawing from customer feedback, PT Kereta Api Indonesia (Persero) continues to refine the Access by KAI app, introducing new updates to make ticket booking faster, more convenient, and user-friendly.
Anne Purba, KAI’s Vice President of Corporate Communications, said customer feedback is invaluable for developing the company’s digital services.
“We receive various suggestions, feedback, and complaints daily regarding the digital service experience. All inputs are used as learning material to deliver better experiences. We want customers to plan their journeys more easily from the ticket search stage to departure,” Anne said.
Public trust in KAI’s digital services continues to show positive trends. In Q1 2026, Access by KAI recorded 7,242,628 ticket transactions, a 20.74% rise from 5,998,595 in the same period of 2025.
The growth indicates more customers are using digital channels as their primary means of trip planning. Beyond ease of access, the app also enables faster and more integrated travel information.
One recent update is the Recent Search feature, designed to assist customers who frequently search for the same routes and destinations. Previous search history is displayed, eliminating the need to repeat the search process.
KAI has also refined the Schedule and Filter displays. With a more concise layout and easier-to-use filters, customers can quickly find travel schedules that meet their needs. The search process is more efficient as users can filter options based on their preferences.
For customers planning round trips, the Select Date and Trip feature simplifies setting departure and return dates within a single booking flow. This helps users arrange travel plans more conveniently without separate searches.
Meanwhile, the Train Details feature provides comprehensive information about the train to be used. Details on facilities, seat types, and journey specifics are accessible before ticket booking. KAI continues to enhance the content and information in this feature for greater completeness and usefulness.
Anne added that digital service development will continue in response to customers’ increasingly dynamic needs.
“We understand customer expectations are constantly evolving. Therefore, customer feedback remains integral to every service development. KAI is committed to delivering travel experiences that are increasingly easy, comfortable, and aligned with public needs,” she concluded.